Mail Delivery and Customer Service Operations – West Milwaukee Branch, Milwaukee, WI
Background
The West Milwaukee Branch is in the Lakeland District of the Central Area. This audit was designed to provide Postal Service management with timely information on potential scanning and mail delivery risks at the West Milwaukee Branch.
The delivery unit has 88 city routes, delivered by 100 full-time carriers and 12 city carrier assistants. The West Milwaukee Branch also has 11 clerks, including 10 full-time and one postal support employee. We chose the West Milwaukee Branch based on the number of stop-the-clock (STC) scans occurring at the delivery unit.
Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the West Milwaukee Branch. We found delivery unit employees improperly scanned 6,715 packages at the unit rather than at the delivery point between September and November 2020. We also found management did not properly manage and safeguard Postal Service assets including arrow lock keys and mail delivery vehicles.